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Frequently Asked Questions FAQs

Frequently Asked Questions FAQs

1. HOW CAN I GET MORE INFORMATION ABOUT A PRODUCT?

We try to publish as much useful information as possible about our products to help you make your purchases and buy the products which best meet your needs.
If there is any other information which you feel is missing, just let us know what you would like to see by emailing us at vlcshop@visitvalencia.com and we’ll do our best to include it.

2. HOW CAN I RETURN A PRODUCT?

You can check all the information on our returns and refunds policy by clicking here.

3. I HAVE A PROMOTIONAL CODE, HOW CAN I USE IT?

To apply a discount to your purchase with a promotional code, enter it into the “Promotional code” box in step 3 of the purchase process. Keep in mind that you can only use one discount per purchase. Always check the terms and conditions, which you can find on the promotional code.

4. DO YOU HAVE A PHYISCAL TOURIST OFFICE

We have seven offices spread throughout the city of Valencia. You can find their locations, telephone numbers and opening times here.

5. ARE THE PRICES ON THE ONLINE SHOP AND IN THE TOURIST OFFICE THE SAME?

When you make purchases through our online shop, you can enjoy savings on many of our products. Next to each product, you can see the percentage discount which is applied to them.

6. WHAT HAPPENS IF I HIRE A TOURIST SERVICE AND THE PROVIDER CANCELS OR CHANGES THE SERVICE?

Tourist services like guided tours, bicycle hire or the Valencia Tourist Bus are guaranteed services which follow timetables and schedules. Nevertheless, they may suffer cancelations or changes beyond the control of Valencia Tourism. In such circumstances, we promise to provide the best possible solution by changing the service to another day or giving you a refund.

7. WHAT HAPPENS IF I’VE HIRED A SERVICE AND THEN I CHANGE MY TRAVEL DATES?

Get in contact with our Customer Service department by emailing us at vlcshop@visitvalencia.com or on our online chat and, if possible, we’ll change your service to another day.

8. HOW CAN I SUBSCRIBE TO THE VALENCIA TOURISM NEWSLETTER?

To receive the monthly Valencia Tourism newsletter, you should subscribe at http://www.turisvalencia.es/es/suscripcion. Every month you’ll receive touristic and professional news about the city of Valencia, together with the latest offers on accommodation, transport, restaurant, tickets and much more.
You can cancel your subscription at any time simply by entering your details.

9. CAN I USE MY MOBILE PHONE TO DISPLAY MY TICKET?

There are services such as Bioparc Valencia and the Tourist Bus that require that you present a printed copy of your ticket to gain access.
For the other services, if you have a smartphone and can display the barcodes for tickets on the screen, you’ll get direct access to the complex by showing your mobile phone at the door.
To download the tickets to your mobile, you’ll need to do so via the download link you’ll find in your order confirmation e-mail.
If you don’t have a smartphone, you’ll have to print the tickets to gain access to the complex.